There is a delivery restaurant around here. When you're on hold for customer service, they play 7 seconds of music (actual real music, keeps changing), followed by a 12 second message about how important you are, 5 seconds of dead air... and then it starts over again with 7 seconds of music. I couldn't believe how ridiculous the cycle was... especially after listening to it for over 20 minutes!

I was on a IT support call with a outfit that installs/supports hotel business computers. 45 seconds of music (mozart?), recording stating how important I am to them, the same clip of music (starting from the beginning again) for 45 seconds, the same recording....After over an hour I'm ready to reach through the phone and throttle someone.

Here's a hint to every company - Telling your customer they're important while they wait longer than a couple minutes doesn't work. It is insulting and just pisses them off.

Years ago we had NPR on our phone system. One time a customer was on hold and when we picked up the line he asked to be put back on hold because he wanted to hear the end of the program he was listening to.

Re the NPR comment, I had to leave my truck during the moment when the OJ verdict was to be delivered. I called KFI, a radio station that covered the trial obsessively, and got them to put me on hold so I could hear the broadcast via my phone while I was in the store. Worked great.

A good answer is easier with a clear question giving the make and model of everything."The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw

pilgram,does Snap have so many problems that you're making a fair criticism of them? There have been some products with problems, and as far as I've heard, they've generally been pretty well and pretty rapidly resolved.

The tone of this thread makes me think the problem is not a huge number of problems, but an offensive or irritating "solution" to the "problem" of putting people on hold.

Companies have to put people on hold. It's just that there are irritating ways to do so and more friendly ways to do so. Interrupting music that you've just started to tolerate, in order to tell us how important we are, is one really irritating way to run MOH. I'd rather just hear a radio station... or whatever can be done these days within the bounds of proper licensing.

A good answer is easier with a clear question giving the make and model of everything."The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw

pilgram,does Snap have so many problems that you're making a fair criticism of them? There have been some products with problems, and as far as I've heard, they've generally been pretty well and pretty rapidly resolved.

My reply wasn't aimed at Snap by any means.

It was a generalized statement.

I've only had to call Snap twice about LUMA NVR's.Both times were fast and easy.

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